The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Casino Rocket - Player’s deposit has never been credited to his casino account.
Amount: €70
Casino Rocket
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi there,
I made a deposit of €70 at 4.50pm on Saturday. The money was made via instant banking, i.e. real-time transfer. The money was withdrawn straight from my bank account but nothing came to my casino wallet. The support only puts me off and says they are researching. But I have the feeling that nothing is being done.
I have already provided the casino with a screenshot of the deposit from my bank account, but no reaction to it.
I am asking casino guru for help as I feel I will not receive any money otherwise.
Thank you.
Automatic translation:
Public
Public
2 years ago
Dear alpsko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hi there,
I have forwarded the deposit slip to the email address you provided.
The money is 100% out of my bank.
And yes, it's my first deposit.
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Hello, I wanted to say that I have now received the money. Can be closed. Thank you !
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alpsko, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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